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# Service Desk Technician

- **Company:** Rolethe Fitch Group Global Service Desk
- **Location:** London, UK
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Artificial Intelligence, Apple IOS, Apple Mac Systems, JIRA, User Authentication, Microsoft Outlook, System Center Configuration Manager, Cloud Services, Phishing, Microsoft SharePoint, Microsoft InTune, Casper Suite, Event Viewer, Cisco
- **Published:** June 23, 2026
- **Apply:** https://www.apply4u.co.uk/jobs/x/39667522/

## About the Role

provides 24x5 IT support to over 6,000 Fitch Group users globally. How You'll Make an Impact: Own incidents and requests end-to-end: triage, troubleshoot, resolve, and document-driving tickets to closure with a strong focus on root cause and quality.Provide advanced remote and in-person support for Windows and Mac endpoints, collaboration tooling, and corporate applications.Diagnose and resolve complex issues across Microsoft 365 (Outlook, Teams, OneDrive, SharePoint), endpoint management (Intune and SCCM), and Video Conferencing (Cisco).Perform structured troubleshooting using logs, system tools, event viewer, device management portals, and known error patterns; identify recurring issues and propose fixes.Escalate effectively and manage escalations: ensure the right technical detail is captured, coordinate with escalation teams, and maintain ownership until resolution.Improve the Service Desk by contributing to knowledge articles, standard operating procedures, and coaching peers
on repeat issues and best practices.Deliver efficient onboarding/offboarding with a focus on day-one readiness, access provisioning, device readiness, and a smooth user experience.Keep users informed through clear, timely updates-translating technical detail into business-friendly language.You May be a Good Fit if:2+ years' experience in a Service Desk/IT Support environment with demonstrable Level 2 troubleshooting responsibility.Strong working knowledge of Windows 11 and macOS support in an enterprise environment (plus iOS support).Confident troubleshooting Microsoft 365 (Teams, OneDrive sync issues, Outlook profile/authentication, permissions/sharing, add-ins).Experience with endpoint management concepts and tooling (e.g., Intune, device compliance, app deployment, profiles/policies).Comfortable using an ITSM tool (e.g., Jira Service Management) with strong ticket hygiene: categorisation, prioritisation, documentation, and SLA awareness.Excellent communication skills
with the ability to lead the user through resolution and set expectations clearly.What Would Make You Stand Out: Experience supporting executive/VIP users in a corporate environment.Hands-on macOS management/troubleshooting with Jamf (policies, profiles, inventory, app deployment).Exposure to identity/access concepts (e.g., SSO/MFA, account lockouts, access groups).Familiarity with security tools (Zscaler, CrowdStrike), phishing awareness, and handling access/data requests appropriately.ITIL certification (or strong practical knowledge of incident/request/problem management).A track record of reducing repeat incidents via knowledge creation and trend analysis.Why Choose Fitch: Hybrid Work Environment: 4 days a week in office required based on your line of business and locationA Culture of Learning & Mobility: Dedicated trainings, leadership development and mentorship programs designed to ensure that your time at Fitch will be a continuous learning opportunityInvesting

## Description

includes the Chief Data Office, Chief Software Office, Chief Technology Office, Emerging Technology, Shared Technology Services, Technology, Risk and the Executive Program Management Office (EPMO). Driven by our investment in cutting-edge technologies like AI and cloud solutions, we're home to a diverse range of roles and backgrounds united by a shared passion for leveraging modern technology to drive projects that matter to our organization and clients. We are also proud to be recognized by Built In as a "Best Place to Work in Technology" 3 years in a row. Whether you're an experienced professional or just starting your career, we offer an exciting and supportive environment where you can grow, innovate, and make a difference. Want to learn more about a career in technology and data at Fitch?Visit: About the RoleThe Fitch Group Global Service Desk is a fast paced, diverse and exciting team with a passion for customer service, user experience and technology. The Service Desk


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